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Re-engaging people

Raquel Updated by Raquel

We all like prompt responses and answers. We also love conversations where both parties are engaged. Knowing the last time that someone was active on your service is helpful, especially when you can use that information to make the next interaction more timely.

Check out these 3 interaction fields in the profile

In the Turn Profile section, you’ll find three fields that you can utilize in Reminders or Journeys. These fields are particularly useful for re-engaging users.

For instance, you can set up a trigger that will re-engage users who abandoned a journey after two days since their last message was sent. Additionally, you can add a trigger condition, in this case, the query_resolved field is set to No. This way, we will send a message to those users two days after the last message, ensuring that their query has been resolved.

Handling late responses

The last journey now resumes when the user respond; even if the response happens much later.

Let's explain how journeys work behind the scenes in Turn.io.

When a user interacts with a journey on your chat service, that journey "owns" the conversation momentarily. This is to prevent other automated messaging from interrupting the flow of the current conversation. However, when someone stops engaging in the middle of the journey it is hard to know if they left the specific conversation for good or if they plan to continue it later.

Now the user has has 3 different ways to resume the last journey even if the user takes longer than 5 minutes(the default expiration time) to respond: clicking a button, selecting a list item or replying to a message (swipe right on a message to reply). These actions will continue the conversation.

Even though the ownership has been handed back after 5 minutes, the user will still be able to resume where they left off.

If they choose to, they will also be able to freely interact with other parts of the service, e.g. if you have "menu" as a keyword trigger and the user sends that it will take them to them menu.

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